If you have a policy assigned to you, and need to generate the logs for troubleshooting, then please:

  1. Create a new text file at the root of your (C:\) drive. If you cannot create it due to security reasons, then create it in another location (Desktop for example), and copy/paste it to drive (C:\).
  2. Rename the newly created text file to be EnableCloudLog.txt

    Important! Make sure that the extensions of the files are not hidden before you rename the file, as explained here.

  3. Right-click on the Zoolz icon in the system tray (Taskbar), and select the Exit option.
    If you do not have the Zoolz icon in the system tray, then from the Task Manager (Ctrl+Alt+Del) → End the Zoolz.exe process from there.
  4. Start Zoolz again. (Start menu → All Programs → Zoolz → Zoolz)
  5. Replicate the problem or wait for it to happen as it usually does.
  6. Using the Windows Explorer, go to the folder mentioned below → Copy the Logs folder which you will find there to any another location (Such as the Desktop) → Compress the copied Logs folder to .zip and send it to the Technical Support team.
    C:\Users\YourUserName\AppData\Roaming\Genie9\Zoolz\Jobs\{6E820F39-1F0F-4C22-A9F6-5E7CAE6F6FA7}
    • YourUserName: Your Windows username.
    • AppData: Hidden Folder.
  7. Using the Windows Explorer, go to the folder mentioned below → Copy the Logs folder which you will find there to any another location (Such as the Desktop) → Compress the copied Logs folder to .zip and send it to the Technical Support team.
    C:\Program Files\Genie9\Zoolz2

  1. Create a text file at the root of your (C:\) drive. If you cannot create it due to security reasons, then create it in another location (Desktop for example), and copy/paste it to drive (C:\).
  2. Rename the newly created text file to be EnableCloudLog.txt

    Important! Make sure that the extensions of the files are not hidden before you rename the file, as explained here.

  3. Right-click on the BigMIND icon in the system tray (Taskbar), and select the Exit option.
    If you don’t have the BigMIND icon in the system tray, then from the Task Manager (Ctrl+Alt+Del) → End the BigMIND.exe process from there.
  4. Start BigMIND again. (Start menu → All Programs → BigMIND → BigMIND)
  5. Replicate the problem or wait for it to happen as it usually does.
  6. Using the Windows Explorer, go to the folder mentioned below → Copy the Logs folder which you will find there to any another location (Such as the Desktop) → Compress the copied Logs folder to .zip and send it to the Technical Support team.
    C:\Users\YourUserName\AppData\Roaming\Genie9\BigMIND\Jobs\{6E820F39-1F0F-4C22-A9F6-5E7CAE6F6FA7}
    • YourUserName: Your Windows username.
    • AppData: Hidden Folder.
  7. Using the Windows Explorer, go to the folder mentioned below → Copy the Logs folder which you will find there to any another location (Such as the Desktop) → Compress the copied Logs folder to .zip and send it to the Technical Support team.
    C:\Program Files\Genie9\BigMIND

 

You can follow the steps in this article if you are not able to get in to the Zoolz/BigMIND Dashboard, but instead of step 3 and 4 above, you can just reboot your machine.